Operations Manager

Reporting to the Head of Operations, the Operations Manager will work closely with the latter on a long-term strategy of a pre-determined number of project/s, depending on the business requirements. 

Key Responsibilities

• Work with the Head of Operations to promote a strong customer care culture based on the Company and Client’s strategies, standards and policies, whilst focusing on empowering Operations Executives and Coordinators.

• Lead, mento, and develop a team of leaders, ensuring they are equipped to manage and support their teams effectively.

• Conduct regular performance evaluations, provide constructive feedback, and create development plans for staff, ensuring career growth and increased employee engagement.

• Manage the day-to-day operations of the contact centre, ensuring customer inquiries and issues are handled efficiently, and driving continuous improvement in customer satisfaction and operational effectiveness.

• Carry out regular observations to ensure fairness as well as a consistent approach to Quality Audits, coaching and one-to-one sessions;

• Conduct focus groups with Customer Care Agents to translate valuable feedback into innovative suggestions and recommendations for the Client/s.

• Ensure that preventative measures are taken at all times in order to minimise the occurrences of errors;

• Maintain high motivation levels by creating periodical incentives aimed at improving performance for Operations Staff.

• Work with the Support Units namely HR, Workforce Management, Learning & Development and IT on enhancing and addressing recruitment and retention efforts, agent utilisation and productivity, effective training and quality of service delivery and IT tools available.

• Identify, develop, and implement process improvements to enhance the efficiency and effectiveness of contact centre operations.

• Prepare and present reports as required by the Client and Management to support operational needs. 

• Set and track KPIs, providing insights and recommendations for continuous improvement.

• Oversee the resolution of escalated customer issues and complaints in a timely and satisfactory manner.

• Engage in other duties as assigned by Management.

Requirements

• Minimum 5 years experience in a managerial role.
• Experience of working within a contact centre and/or customer service environment will be considered an asset.
• Proven track record of managing large teams and delivering results in a high-pressure environment.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Analytical mindset with a strong understanding of performance metrics and data-driven decision-making.
• Ability to adapt to change and work in a fast-paced environment.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to manage multiple priorities and projects simultaneously.
• Strategic thinking and problem-solving skills.
• High level of integrity and professionalism.